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SugarCRM
    CRM, SugarCRM
and a RESTful integration




               Enrico Simonetti - http://enricosimonetti.com
CRM
Customer Relationship Management

My definition:

CRM is a set of business processes, strategies
and best practices, that with the right
technologies, can help you improve customer
experience and interactions



                           Enrico Simonetti - http://enricosimonetti.com
So what?
We use Spreadsheets instead!
What about with a CRM in place?

                   Customer
                    Centric        Real time
                                    results
                                   Reporting

                      Visibility

                            Collaboration

                     Automation
                              Efficiency
● Founded in 2004 in California
● 350+ employees with >1M users
● Open Source PHP code (>10M downloads)
● 4 versions - Commercial Open Source
● Community Edition on AGPL license
● Built for LAMP environments, then added
  more platforms (goo.gl/MdDL8)
● Unlimited hosting choices
● SugarCRM source code can be customised

                        Enrico Simonetti - http://enricosimonetti.com
the Social CRM

The advantages of any CRM plus:

           Open Source
Flexible
            Mobile
 Social
            Engage
           Customers

   Deeper
Relationships
How can I customise SugarCRM?
...and... under the covers? It's MVC!




                      Enrico Simonetti - http://enricosimonetti.com
What about
SugarCRM REST API?
REST API entry points:
{site_url}/service/v4/rest.php
{site_url}/service/v4_1/rest.php
{site_url}/service/vX_X/rest.php

Developer guide: goo.gl/Jn8YI
REST methods guide: goo.gl/ehB70

The API can be customised
                          Enrico Simonetti - http://enricosimonetti.com
Demo Project
                       Fake                    Hosting.com
Objective
We want to start new web hosting company,
and we need to build a website that integrates
with the CRM system.

SugarCRM as a platform
Using SugarCRM as your application
development platform, you can concentrate
on making the application suit your business.

                          Enrico Simonetti - http://enricosimonetti.com
Step 1 - Website
The demo website is built on top of existing
libraries and frameworks:

● Codeigniter + Bootstrap for rapid
  development github.com/sjlu/CodeIgniter-
  Bootstrap

● One of the SugarCRM REST helpers: github.
  com/asakusuma/SugarCRM-REST-API-
  Wrapper-Class
                          Enrico Simonetti - http://enricosimonetti.com
Step 2 - SugarCRM for B2C? How?
SugarCRM is built by default for B2B and
we need to tweak it for B2C. (goo.gl/u2J6I)

We just need to add one configuration option
inside the file "config_override.php".

$sugar_config['require_accounts'] = false;

Then we execute a "Quick Repair" of the
system.                  Enrico Simonetti - http://enricosimonetti.com
Step 3 - Website Service Status page
SugarCRM Interface Changes:
We need to add a new dropdown item on the
"Type" field of Cases, called "Announcement"
via the interface

Portal Code:
We can retrieve the last 10 Cases of type
"Announcement" that are still "New" or
"Assigned" (with SugarCRM "get_entry_list")

                         Enrico Simonetti - http://enricosimonetti.com
Step 4 - Support Tickets creation
SugarCRM Interface Changes:
● We need to add a new dropdown item on
  the "Type" field of Cases, called "Support".
● We also have to create a new custom field
  in Contacts to track the "Customer
  Number" (called cnumber_c).

We can apply both the above changes from
the SugarCRM interface in Studio.

                           Enrico Simonetti - http://enricosimonetti.com
Step 4 - Support Integration (Cont.)
Portal Code:
● Validate the Contact against his "Customer
  Number" (with get_entry / get_entry_list)
● If the Contact is validated, create a Case
  (with set_entry)
● Then we need to relate together the Case
  and the Contact (with set_relationship)
● Then retrieve the newly created Case
  number (with get_entry / get_entry_list)

                         Enrico Simonetti - http://enricosimonetti.com
Summary - What did we learn?

1. CRM basics and difference between:
   ○ Emails and Spreadsheets
   ○ CRM
   ○ Social CRM


2. SugarCRM basic internal structure

3. How to quickly integrate your website with
   SugarCRM via REST
                               Enrico Simonetti - http://enricosimonetti.com
Enrico Simonetti - http://enricosimonetti.com
Where can I find more info?
● Download SugarCRM CE at sourceforge.
  net/projects/sugarcrm

● Use support.sugarcrm.com for:
  ○   Support
  ○   Application Guide
  ○   Training material, FAQ, Forum, videos etc.
  ○   Developer Guide


● Use the developer blog (goo.gl/XTSzn) for
  coding and best practices, tips and tricks
                                Enrico Simonetti - http://enricosimonetti.com
How can I contribute?
To contribute to SugarCRM code base you
would need:
1. A Github account
2. To read the following wiki goo.gl/Lf9Oq
3. A signed contributor agreement goo.
   gl/U9Ehv

The SugarCRM CE git repo is at this address:
github.com/sugarcrm/sugarcrm_dev

                          Enrico Simonetti - http://enricosimonetti.com
My Contact Details
Enrico Simonetti

Web: enricosimonetti.com
Linkedin: linkedin.com/in/enricosimonetti
Twitter: @simonettienrico
Email: enrico.simonetti@gmail.com

Need SugarCRM?
www.insightful.com.au

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CRM, SugarCRM and a RESTful integration

  • 1. SugarCRM CRM, SugarCRM and a RESTful integration Enrico Simonetti - http://enricosimonetti.com
  • 2. CRM Customer Relationship Management My definition: CRM is a set of business processes, strategies and best practices, that with the right technologies, can help you improve customer experience and interactions Enrico Simonetti - http://enricosimonetti.com
  • 3. So what? We use Spreadsheets instead!
  • 4. What about with a CRM in place? Customer Centric Real time results Reporting Visibility Collaboration Automation Efficiency
  • 5. ● Founded in 2004 in California ● 350+ employees with >1M users ● Open Source PHP code (>10M downloads) ● 4 versions - Commercial Open Source ● Community Edition on AGPL license ● Built for LAMP environments, then added more platforms (goo.gl/MdDL8) ● Unlimited hosting choices ● SugarCRM source code can be customised Enrico Simonetti - http://enricosimonetti.com
  • 6. the Social CRM The advantages of any CRM plus: Open Source Flexible Mobile Social Engage Customers Deeper Relationships
  • 7. How can I customise SugarCRM?
  • 8. ...and... under the covers? It's MVC! Enrico Simonetti - http://enricosimonetti.com
  • 9. What about SugarCRM REST API? REST API entry points: {site_url}/service/v4/rest.php {site_url}/service/v4_1/rest.php {site_url}/service/vX_X/rest.php Developer guide: goo.gl/Jn8YI REST methods guide: goo.gl/ehB70 The API can be customised Enrico Simonetti - http://enricosimonetti.com
  • 10. Demo Project Fake Hosting.com Objective We want to start new web hosting company, and we need to build a website that integrates with the CRM system. SugarCRM as a platform Using SugarCRM as your application development platform, you can concentrate on making the application suit your business. Enrico Simonetti - http://enricosimonetti.com
  • 11. Step 1 - Website The demo website is built on top of existing libraries and frameworks: ● Codeigniter + Bootstrap for rapid development github.com/sjlu/CodeIgniter- Bootstrap ● One of the SugarCRM REST helpers: github. com/asakusuma/SugarCRM-REST-API- Wrapper-Class Enrico Simonetti - http://enricosimonetti.com
  • 12. Step 2 - SugarCRM for B2C? How? SugarCRM is built by default for B2B and we need to tweak it for B2C. (goo.gl/u2J6I) We just need to add one configuration option inside the file "config_override.php". $sugar_config['require_accounts'] = false; Then we execute a "Quick Repair" of the system. Enrico Simonetti - http://enricosimonetti.com
  • 13. Step 3 - Website Service Status page SugarCRM Interface Changes: We need to add a new dropdown item on the "Type" field of Cases, called "Announcement" via the interface Portal Code: We can retrieve the last 10 Cases of type "Announcement" that are still "New" or "Assigned" (with SugarCRM "get_entry_list") Enrico Simonetti - http://enricosimonetti.com
  • 14. Step 4 - Support Tickets creation SugarCRM Interface Changes: ● We need to add a new dropdown item on the "Type" field of Cases, called "Support". ● We also have to create a new custom field in Contacts to track the "Customer Number" (called cnumber_c). We can apply both the above changes from the SugarCRM interface in Studio. Enrico Simonetti - http://enricosimonetti.com
  • 15. Step 4 - Support Integration (Cont.) Portal Code: ● Validate the Contact against his "Customer Number" (with get_entry / get_entry_list) ● If the Contact is validated, create a Case (with set_entry) ● Then we need to relate together the Case and the Contact (with set_relationship) ● Then retrieve the newly created Case number (with get_entry / get_entry_list) Enrico Simonetti - http://enricosimonetti.com
  • 16. Summary - What did we learn? 1. CRM basics and difference between: ○ Emails and Spreadsheets ○ CRM ○ Social CRM 2. SugarCRM basic internal structure 3. How to quickly integrate your website with SugarCRM via REST Enrico Simonetti - http://enricosimonetti.com
  • 17. Enrico Simonetti - http://enricosimonetti.com
  • 18. Where can I find more info? ● Download SugarCRM CE at sourceforge. net/projects/sugarcrm ● Use support.sugarcrm.com for: ○ Support ○ Application Guide ○ Training material, FAQ, Forum, videos etc. ○ Developer Guide ● Use the developer blog (goo.gl/XTSzn) for coding and best practices, tips and tricks Enrico Simonetti - http://enricosimonetti.com
  • 19. How can I contribute? To contribute to SugarCRM code base you would need: 1. A Github account 2. To read the following wiki goo.gl/Lf9Oq 3. A signed contributor agreement goo. gl/U9Ehv The SugarCRM CE git repo is at this address: github.com/sugarcrm/sugarcrm_dev Enrico Simonetti - http://enricosimonetti.com
  • 20. My Contact Details Enrico Simonetti Web: enricosimonetti.com Linkedin: linkedin.com/in/enricosimonetti Twitter: @simonettienrico Email: enrico.simonetti@gmail.com Need SugarCRM? www.insightful.com.au